Carmen Acton

Work History

AdelFi Credit Union

02.2024 - Current

Assisted prospects with the application process and going over all products and services.
Assisted members with online banking and trouble shooting questions such as; resetting passwords, enrollment process and navigation.
Trained new team members on concierge procedures, elevating overall staff performance standards.
Established effective communication channels between guests and hotel management resulting in timely resolution of issues.
Utilized advanced problem-solving skills in handling unique situations and complex requests from various clients.
Increased repeat business through building rapport with regular clients and consistently providing outstanding service.
Provided support during high traffic periods by effectively managing multiple tasks simultaneously while maintaining exceptional service quality.

Wescom Credit Union

01.2023 - 01.2024

Telephone Service Representative -providing high level of service to Members in a fast-paced call center environment
Assist Members in establishing and maintaining share and loan services
Answer Members telephone/electronic Inquiries such as: online banking assistance, troubleshooting, stop payments, credit and debit card inquire and other account related needs
Supports other internal departments such as Card Services, Fraud Investigations, BillPayer Services by being the first point of contact
Provides product knowledge to our Members; account maintenance
Performs other related duties as assigned or requested
Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.

Mercury Insurance Group

01.2020 - 01.2023

Obtains information from both involved parties to evaluate facts of loss, including law enforcement reports, witness interviews, and medical records, to determine liability
Reviews coverage and claims process with customers
Sets reserves, assigns material damage features for inspection, sets up initial rental, and may make referrals to SIU as needed
Handles over150 claims per month
Researches and responds timely to customer inquiries and/or concerns throughout the life of a claim to ensure customer satisfaction and retention
Identify and escalate files with more significant indemnity exposure or attorney representation so supervisor for review/transfer for further investigation
Negotiates, settles, and authorizes payment for injury claims with both legal counsel for represented claimants and unrepresented parties
Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
Demonstrated adaptability by successfully managing a diverse range of claim types, including property damage, liability disputes, and more.

PacTrans Federal Credit Union

09.2019 - 12.2019

Performs various account administration transactions such as; online banking trouble shooting, debit card re-issuance, remove blocks on debit and credit cards
Develops relationships with Members by matching individual needs with appropriate savings and lending products and services
Performs any or all of the duties of a teller, via phone and face to face
Assist members with general account transactions such as; cashier’s checks, deposits, withdrawals, and payments
Submits loan applications; auto, personal, credit cards and reviews terms and conditions with member
Funds personal loans
Responds to members requests via email
Knowledge on advanced account administration transactions; Certificates, rates, dividends and opening accounts
Counsels Members regarding credit union policies; verifies Member information
Completes Member requests within appropriate time limits

Food For Life Baking Co

05.2019 - 07.2019

Assisted customers via email with questions or concerns regarding products
Took customer orders via phone and made sure items shipped to regular customers or brokers
Packed complimentary items for potential clients/brokers as well as customers to advertise our products
Answered calls regarding the ingredients of items
Processed insurance claims
Issued coupons daily via mail

SchoolsFirst Federal Credit Union

01.2012 - 01.2019

As a Service Delivery Representative II of a call center I handle about70-120 calls per day, by supporting multiple contact channels, primarily via telephone
On several different ques such as; Loans, account maintenance, credit card services, ATM fraud, and Spanish calls as needed
Provides consumer loan services to members and technical support to internal staff; Branches and other departments
Submits loan applications and fund; Vehicle loans, Title loans, credit cards, personal loans, and specially designed loans to School employees, such as; uniform, supplies, educational, relocation, and computer loans
Prepares and processes all loan information and documents necessary
Calculates Loan to value percentages by going over KBB vehicle values and Terms
Goes over Gap coverage and also Mechanical Repair Coverage
Communicates consumer loan decisions and advises them of loan stipulations for loan approvals and counteroffers or denials
Goes over DMV process with members on lender refi transactions private party purchases and dealer purchases and what forms will be required to perfect title
Speaks to dealerships, lenders and auto insurance companies to go over stipulations and loan payoffs
Opens accounts; checking, savings and certificate accounts
Identifies and corrects account problems through research and follow up; loan corrections, payment corrections and loan re-amortizations
Files debit, credit card fraud disputes and account research as well as ATM claims